User Support Analyst II

Stand8 Technology Consulting; California; Hybrid; USD 92,000 - 98,000; Full time

Benefits offered by this job

Medical coverage and Health Savings

Dental/Vision/Ancillary coverages

401(k) retirement savings plan

Paid-time-off options

Employee Assistance Program

Discount programs through ADP

Job summary

Stand8 Technology Consulting in Downtown Los Angeles, CA, is seeking a User Support II to provide first- and second-line end-user support, help desk ticket management, and on-site trial assistance. This hybrid role requires supporting trial teams at remote locations, mentoring junior staff, and rotating on-call duties.

The position emphasizes strong communication, ability to travel up to 25%, and the capacity to work under pressure in a fast-paced enterprise IT environment.

Qualifications

• 4+ years of experience with large (>300 users) environments.
• Excellent written and verbal communication, including with legal teams or clients.
• Ability to travel up to 25% of the time, including to remote locations.
• Able to work under pressure in a dynamic, fast-paced environment.
• Willingness to work extended hours, nights, weekends, and rotating on-call duties.
• Ability to learn and retain new technologies quickly.

Responsibilities

• Provide first- and second-level technical support to users of computers, communications and collaboration systems.
• Open, close and track all Help Desk tickets in the system.
• Provide on-site support at trial locations and assist trial teams remotely.
• Mentor junior team members and assist with training end users on Firm applications.
• Assist with inventory and software patching efforts and support conference room A/V setups.

Skills

End-user support

Help Desk tickets

On-call rotation

Travel up to 25%

Education

Bachelor's degree preferred

Tools

A/V equipment

Conferencing software

Job description

Stand8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

The User Support II provides internal concierge-level end-user support and participates in the Help Desk call rotation for the entire firm. This role provides first- and second-level technical assistance, supports trial teams at remote locations, and assists Engineers with office-based technical tasks. The User Support II also mentors junior team members and works on a rotating schedule consisting of one full week onsite and one full week offsite.

Location & Work Type

Location: Downtown Los Angeles, CA
Work Type: Hybrid

Key Responsibilities

• Provide first and second level technical support and guidance to users of the Firm's computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm end-users as necessary.
• Open, close and keep current all Help Desk tickets in the tracking system.
• Follow up to ensure prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware and software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.
• Provide support on-site at the trial location.
• Work unconventional hours to assist trial teams throughout the trial process.
• Transport equipment to trial sites or temporary offices if necessary.
• Setup equipment at trial sites or temporary office spaces.
• Provide after-hours support as scheduled and, occasionally, at short notice.
• Provide on-call support as part of a regular, rotating schedule.
• Assist with training end users on Firm applications.
• Assist with the Firm's inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to the engineering team.

Qualifications

Required:

• 4+ years of experience with large (>300 users) environments.
• Expert written and verbal communication skills, in particular with other legal teams, firms, or clients. Must have legal experience in the past to be considered for this role.
• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Ability to work under the pressures of a dynamic and fast-paced environment.
• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
• Ability to learn and retain knowledge of new technology and software quickly.
• General understanding of telecommunications infrastructure and operations.

Preferred (Optional):

• Bachelor's degree is preferred.
• Medical coverage and Health Savings Account (HSA) through Anthem
• Dental/Vision/Various Ancillary coverages through Unum
• 401(k) retirement savings plan
• Paid-time-off options
• Company-paid Employee Assistance Program (EAP)
• Discount programs through ADP WorkforceNow

The salary range for this position is $92,310 - $98,000 per yearr, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Qualified applicants with arrest or conviction records will be considered.

About Us

Stand8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. Stand8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.

Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.

Check out more at www.stand8.io; and reach out today to explore opportunities to grow together!

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